Overview:
Chesapeake Search Partners is searching for a Vice President of Product Support to join our client’s team in Baltimore, MD. The Vice President of Product Support will provide leadership for the parts and service departments, playing a critical role in ensuring operational excellence, customer satisfaction, and profitability. This position will oversee and collaborate with managers in parts, service, product support, and warranty to drive performance optimization, strengthen customer relationships, and streamline all product support operations. The VP of Product Support will be instrumental in propelling the growth and success of the company’s parts and service operations, aligning strategies with overall business goals.
Essential Job Functions:
- Provide strategic leadership and support to service, warranty, and parts managers, ensuring consistent, high-quality performance across all locations.
- Develop and execute strategic plans for parts and service departments to improve operational efficiency, customer satisfaction, and profitability.
- Monitor key performance indicators (KPIs) such as inventory levels, service efficiency, and customer satisfaction to ensure optimal operations.
- Manage and oversee the implementation of service programs, campaigns, and preventive maintenance across the network.
- Lead the training and development of service and parts teams, ensuring they are equipped with the skills and knowledge to deliver exceptional service.
- Build and maintain strong internal and external relationships, fostering collaboration across teams and with key stakeholders.
- Collaborate with manufacturers to ensure proper training, support, and alignment with parts, service, and warranty requirements.
- Drive parts and service profitability by setting and achieving sales, revenue, and cost control targets.
- Regularly review financial performance and recommend adjustments to meet or exceed profit objectives.
- Implement continuous process improvements to enhance operational efficiency and effectiveness.
- Stay informed on industry trends, technologies, and best practices to maintain a competitive edge.
- Travel to branch locations (approximately 25% travel) to provide on-site leadership and ensure consistent implementation of initiatives.
Qualifications:
- Education: Bachelor’s degree in Manufacturing, Business Administration, or a related field preferred. An MBA or advanced degree with a focus on operations or business management is highly desirable.
- Experience: 10-15+ years of experience in product distribution, with at least 5 years in a leadership or executive role.
- Product Support Expertise: Extensive experience in product support, including after-sales services, parts management, and maintenance operations.
- Leadership: Proven ability to lead, build teams, and develop strategic plans that drive success and growth.
Computer Skills:
- Proficiency with computers, including Microsoft Windows, Microsoft Office Suite, and web-based applications.
- Advanced knowledge of technical software relevant to the industry.
Certificates, Licenses, Registrations:
- Must have a valid driver's license to operate company vehicles.
